Do's and Dont's

Do's
Always answer all the calls as soon as it pops up on your system.
Always prefer the voice or dial by name directory assistance over the operator to avoid questions from the GK's end.
In case of Dial-By-Name Directory or Voice Directory, once you reach voicemail of the RPC, there is no need to try the same number and going through GK.
Always be assertive over the calls and sound confident.
Always follow Telephone Etiquettes and be professional over the calls.
Always follow scripted rebuttals and provide the correct dispostion to the call.
Always use Mute Button when GK places the call on hold.
Always follow policies and procedures.
Always be attentive over the calls and do not provide bad connect/transfer.
Drop a voicemail whenever the Leave Voicemail Button is active.
Agent should always mention pitcher's name along with the company name. Agent should not say "This is Sean calling from ConnectandSell" instead agent should say "John(Pitcher Name) is with ConnectandSell".
Agent should mention pitcher's company name mentioned in the script and not as per Campaign details (mentioned on top left of application), if asked by GK.
Dont's
Never transfer the call if spoken to the RPC.
Never use the Redial Button.
Never hang up the call on Live Voice.
Never dispose a call with Blank Telephone Number field selected.
Never disclose the pitcher details to the RPC.
Never leave any call unanswered.
Never transfer a call if you are in a doubt.
Never transfer on Hello or Company Name (Unless advised on a session or previous notes advise the same).
Never interrupt or speak over the GK.
Never show urgency over the call.
Never use profane language over the call (Not even on IVR as call may be recorded for internal training or testing purpose)
Never leave misleading/incorrect notes.
Never provide misleading/incorrect information to the GK.
Never try reaching the RPC on an emergency number.
Never go for multi-tasking when logged in.